Elena Schirliu

Core Responsibilities & Achievements:

As Team Manager within the Escalation Desk Department, I held a dual role, combining operational leadership with active participation in frontline incident response. I was responsible not only for managing and developing a high-performing team but also for directly handling key escalation management tasks, particularly during critical situations. My involvement spanned technical coordination, stakeholder communication, and continuous improvement in a dynamic ITIL-driven environment.

🔹 Escalation Management (On-Call and E-Mail)

• Acted as the primary escalation point for high-priority customer complaints and incidents related to IT and network applications.
• Led and coordinated cross-functional, multi-location technical teams to rapidly identify, analyze, and resolve critical service issues, ensuring minimal disruption and swift service restoration within SLA parameters.
• Applied structured problem-solving methodologies to support technical teams in identifying root causes, defining workarounds, and implementing long-term solutions.
• Assumed ownership of the incident lifecycle, from detection to resolution, including stakeholder communication, technical coordination, escalation handling, and post-incident reviews.
• Documented comprehensive Incident Reports, including timelines, incident overviews, root cause analysis, and solution tracking.
• Represented the Escalation Desk in post-incident reviews, driving process optimization and contributing to continuous service improvement strategies.

🔹 Operational Involvement & Incident Response

• Hands-on involvement in daily operational activities typically performed by agents, including ticket management, initial fault diagnosis, and collaboration with field engineers.
• Ensured high-quality handling of incoming incident tickets, adhering to internal quality standards and contributing to consistent service excellence.

🔹 Leadership & Performance Management

• Managed team performance from both qualitative and quantitative perspectives through ongoing evaluation, goal setting, and KPI monitoring.
• Conducted regular one-on-ones, team meetings, and performance reviews, fostering individual development and accountability.
• Created and tracked both internal and external SLA/KPI checklists to ensure service targets were consistently met and exceeded.

🔹 Team Development & Collaboration

• Led staffing planning activities in close collaboration with service partners, including task distribution, capacity planning, and coverage optimization.
• Supported service partners in meeting contractual service objectives and aligning operational goals.
• Coordinated employee development programs and skills assessments, promoting continuous professional growth.

🔹 Process Documentation & Optimization

• Owned the creation, compliance, and continuous improvement of work instructions and internal service documentation.
• Collaborated with the Service Quality Manager to identify and implement performance improvement initiatives across the team.
• Played a key role in improving administrative and operational processes, ensuring efficiency, consistency, and audit-readiness.

🔹 Stakeholder Communication & Cross-Functional Coordination

• Acted as a central coordination point during escalations, ensuring fast, accurate communication across all relevant departments.
• Maintained a high level of transparency and trust with both internal and external stakeholders through timely updates and clear documentation.

Role as Team Manager on Hertz Project:

Responsibilities:

Monitoring the organization and scheduling of agents’ daily responsibilities;

Monitoring workplace absenteeism;

When necessary, timely notifying the client about any updates or news related to the project;

Conducting daily checks to ensure agents understand and comply with the quality criteria agreed upon with the client, and providing feedback/guidance to agents;

Following scripts and other relevant instructions for responding via chat/email, without implementing changes unless approved by management or the project team lead.

Role (Objective):
Ensuring that agents provide clients with the highest quality of service, in line with company values and the Service Level Agreement established with the client. Accountable for the team’s performance and for supporting the project/operations manager in the smooth execution of daily activities. Guiding agents and correcting undesirable behaviors. Activities were focused on achieving the department’s and company’s qualitative and quantitative objectives, as set and communicated by the line manager. Representing the company in front of clients, reflecting TELUS International’s values (“Customers First”).

Role as Customer Service Agent on Hertz Project:

• Handling inbound calls and completing car rental reservations;
• Assisting customers with special inquiries regarding current and upcoming rentals;
• Supporting Hertz members with issues related to their membership accounts.

While working at Camp David | SOCCX, my responsibilities included:

• Serving and liaising with customers, listening to and addressing requests and complaints in a professional manner, ensuring resolution in line with company policies via phone, email, or face-to-face;
• Ensuring proper stock replenishment and maintaining order within the store;
• Handling daily cash register reconciliation: collecting cash, investigating discrepancies, and balancing the systems for the following day.

Responsibilities:

• Booking performing artists such as DJs and dancers;
• Organizing special promotions;
• Coordinating event advertising, including flyers and posters, to ensure smooth execution of the event and evening program;
• Providing and selling VIP services;
• Building contacts, preparing schedules and task assignments, and managing correspondence and social media to ensure event success.

Role as Customer Service Coordinator:

• Responding to customer information requests and working towards specific sales objectives/KPIs;
• Building a portfolio of reputable clients by collaborating with other departments to ensure successful sales completion;
• Identifying and pursuing new potential clients, as well as following up with new leads;
• Conducting proactive customer satisfaction calls and handling commercial partner issues;
• Addressing client inquiries efficiently and within established deadlines.

Responsibilities:

• Managing staff rota and task allocation;
• Working collaboratively to ensure all clients were attended to promptly;
• Catering to bespoke client requirements with tailored solutions;
• Training and supporting new team members;
• Delegating tasks effectively within the team;
• Liaising with a diverse customer base while maintaining a high standard of care;
• Delivering personalized, customer-focused service.

Role as Team Leader (Casino):

• Managing the casino gaming floor, ensuring all tables and departments were properly serviced and machines were fully operational;
• Delegating tasks to staff members and supporting less experienced colleagues;
• Handling customer relations and complaints in a professional manner, ensuring resolution in line with established procedures;
• Maintaining a strong customer focus by engaging with a diverse clientele and upholding high service standards;
• Advising new and existing customers on the various games available to ensure an enjoyable and positive experience.